# Technical Support Specialist

**Company**: Braze
**Location**: São Paulo
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/braze/jobs/8313344?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_36d4e0d5-45e

## Description

At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.

As a Technical Support Specialist, you'll be a vital member of our Global Customer Support organization, serving as a trusted product expert, primary point of contact for inbound questions, and owner of complex technical cases.

**Responsibilities:**

- Customer Inquiry Ownership: Own customer inquiries end-to-end, providing timely, insightful, and technically sound resolutions.

- Product Expertise: Become a trusted product expert, mastering the Braze dashboard, integrations, troubleshooting steps, and operational best practices.

- Product Adoption & Value: Drive increased platform adoption by enabling customers to effectively utilize Braze features to achieve their desired business outcomes.

- Cross-Functional Alignment: Collaborate with team members, Customer Success, Account Managers, Product, and Engineering to deliver seamless customer experiences and resolve technical escalations.

- Process Improvement & Enablement: Proactively identify opportunities to enhance customer satisfaction while actively documenting and sharing knowledge to elevate teammates and customers.

**Requirements:**

- Technical Support Experience: Demonstrated experience supporting technical products, ideally within SaaS, mobile applications, or high-volume tech support environments.

- Education & Foundation: Bachelor’s degree from an accredited college/university, technical boot camp certification, or equivalent practical experience.

- Technical Skills & Tools: Hands-on experience with HTML, CSS, APIs, and/or SQL. Familiarity with case management tools (e.g., Salesforce, Zendesk) is required.

- Bonus Technical Tools: Experience with tools such as Postman, Snowflake, Datadog, and/or Kibana is a plus.

- Domain Knowledge: Understanding of two or more of the following domains: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.

- Communication & Soft Skills: Excellent written and verbal communication skills in English, with the ability to translate complex technical concepts clearly for diverse technical and non-technical audiences.

- Problem-Solving & Resilience: Analytical, curious, and resourceful troubleshooter skilled at managing and prioritizing a high volume of time-sensitive inquiries under pressure.

**Benefits:**

- Competitive compensation that may include equity

- Retirement and Employee Stock Purchase Plans

- Flexible paid time off

- Comprehensive benefit plans covering medical, dental, vision, life, and disability

- Family services that include fertility benefits and equal paid parental leave

- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend

- A curated in-office employee experience, designed to foster community, team connections, and innovation

- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching

- Employee Resource Groups that provide supportive communities within Braze

## Skills

### Required
- HTML
- CSS
- APIs
- SQL
- Salesforce
- Zendesk

### Nice to have
- Postman
- Snowflake
- Datadog
- Kibana

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/braze/jobs/8313344?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)